Supervisor Snacks

 Babe Ruth is considered by to be one of the greatest athletes of all time and is famous for setting the home run record. He also holds the record for strikeouts! On any given day he was either very good or very bad making his team a little nervous when he went up to the plate. Which Babe was playing that day?  Clients are happier when their service is consistent. They would rather have “fairly good” service all the time than great service sometimes, and poor service other times. Ups and downs in quality make people nervous. In our business it is not uncommon to take a fabulous message one day that brings a compliment from the caller, but the very next day fail to page a message that could be worth big bucks for our client. Those two instances don’t REALLY balance each other out. The client is going to remember the lost revenue much more than the compliment.  There are two possibilities at work in the above scenario. The message that earned the compliment could have been ...

This article is about “call control”; a subject we hear a lot about it in our industry. We are taught how to guide a call – especially right at the beginning. We need to be able to take down information in a specific order; therefore, nearly everyone understands how to ask questions right up front to complete the message prompts. Asking those questions and moving right along to the next question becomes almost a routine and ensures that the caller’s most important information has been captured. The actual message follows. The caller usually launches into a description of their needs and with only a small amount of guidance on your part is necessary to help you tell their story in the proper order. You may need to stop the caller from giving too much information, but basically the “control” needed on your part is limited. Clearly, we have a beginning and a middle to the data we need to accumulate for our clients; we are directed through the call by the prompts on the message form and al...